Berlin Heritage Inn — Hotel in Dover

I am not one to typically leave reviews or complain about a bad experience online but we all had such a negative experience here this weekend I thought it warranted a review. We came into town for the horse sale in sugarcreek right down the road. It started when we checked in and were met by the two rudest check in clerks I’ve ever encountered. Super confrontational about prices, very dismissive, and acted as though we were for some reason beneath them. We all felt as if they looked at us and and thought we did not belong there for whatever reason. As far as the rooms go, they are incredibly overpriced for the quality at $180 a night for the weekend. Nothing against the Days Inn but this motel is basically a Days Inn dressed up in kitschy ‘Amish’ pajamas offering no further quality than a hotel you’d pay $80 a night for. At least the Days Inn changes it’s bedding every time, one of the cleaning ladies told my fiancé that they don’t change the bedding unless it’s in the penthouse or one of the suites. Their complimentary breakfast that they tout was also completely underwhelming and quite frankly unappetizing. The extra money they charge you for the room can’t be subsidizing the free breakfast since it comprises of merely refrigerated cheese omelettes, microwaveable hash browns, bagels, and biscuits that were cold and most certainly not ‘made fresh’. The icing on top of the cake was when one of the charming desk clerks called me after our stay to chastise me and tell me they charged me $300 extra because they ‘believed’ there was a dog in our room. Mind you, she admitted to having already charged me before she called to ask if there was actually a dog in there. All over Google this place is advertised as a pet friendly hotel and I saw at least four people with dogs walking them out at the back of the hotel during our stay. That being said, my puppy is not yet completely house broke so I did not want to deal with her in the room. She stayed in a crate in the back of my truck with the windows down for one night while it was only 65 degrees at night. Before we left, I threw her puppy pad and the food she didn’t eat into the room’s trash can. They also said there was ‘hay debris’ on the cover of one of the beds and therefore there must’ve been a dog in there. I’m sorry, we are coming from a horse sale with hay and sawdust that gets on the bottom of your jeans… the boys put their feet on the beds, that would be how ‘hay debris’ got there. They’re probably upset that now they actually have to change the sheets. I had initially thought my fiancé brought her in the room to feed her in the morning while I checked out the breakfast, turns out he fed her outside in the bed of the truck and she never stepped a foot in the room! Needless to say I disputed the charge with my back and got it credited back. My entire adult life I don’t think I’ve ever been spoken to on the phone by someone like that - completely and utterly uncalled for. I hope for everyone’s sake that my experience isn’t representative how they normally do business. Unfortunately, it was our honest experience. For anyone thinking of staying here,...

We have stayed here for a few years with no issues and have been very happy with our stay. Except this time. We stayed in a pet friendly room as we always have bc we have two cats. We always check our room to make sure there was nothing left behind from housekeeping that our cats can swallow or eat. I'm a housekeeper myself so I realize things can and will be missed but for a extra 120.00 I Paid I |expected better. I just put everything I found in a cup and at the end of my stay I left a letter and contents on the table stating what I have found and maybe you check the room better before allowing guests to occupy it. I wasn't mad or upset or wanting a different room. I just wanted them to know maybe check the room a bit better for the price we paid. However that was not my issue at all... a few days later I noticed a charge of 25.00 on my credit card. So I called to talk to the GM but she was out but she did call me back a couple of days later. She said I was charged the 25.00 extra bc my cats tore up the skirting around the bed I told her to send me pictures and she did. I told her that it was very possible that my cats did that and I had no problem in paying the fee. So while I had the GM on the phone I told her what items I found in my room upon entering it that morning. She apologized and told me I should of said something that day or the next day . I said it wasn't a big issue I just wanted to let you know that they need to clean and check the the room thoroughly. She begins to tell me how there was pet hair on the sheets, blankets and on the TV stand . She tells me there was cat litter from one side of the room to the other on the floor and even goes farther by telling me we left garbage in the room along with empty ice bags basically she was telling me my room was nasty. I always thought housekeeping picks up all the trash in the rooms while they clean it. I'm sorry it IS a pet friendly room. My husband and I diposed of the litter box and swept up most of the litter as it is. She made us feel like we was a burden to the hotel for bringing our cats bc they had to a little extra work to cleanup not to mention she made us feel as if we should of cleaned the room spotless before we left or why she felt the need to bring all of this to my attention. I thought the extra 120.00 I paid was for the extra cleaning they would have to do for a pet room but I guess it's not she said it's bc they occupy the room as if 2 people would be staying there.. very unprofessional. I would not recommend this hotel to...

The staff does not follow the law on handling of ADA service animals. While we were already perfectly fine paying their $20/night fee for a separate non-service pet dog, they bordered on violating ADA law by not accepting my wife's standard answers for her service dog (second dog staying with us) of A) yes, this is my service animal. He is not an ESA and B) this is his task, in basic terms without revealing her condition.

What you fail to considering is when somebody has a psychiatric service animal, indeed a subcategory of ADA protected service animals, the handler may not necessarily take well to badgering in order to reveal details about their condition. It's unprofessional, especially over text before guests even arrive.

If you were to have concerns, then you have the right on the other end of the ADA law, as a business owner, to ask a service animal to leave otherwise permissible areas if the animal is disruptive, aggressive, etc. But to question an intentionally vaguely stated task (which is by design of how service animal handlers answer the "what task is your animal trained to perform") saying that any animal can do that, is baiting an answer that reveals details (and often emotionally painful, embarrassing details) of an underlying medical condition.

Completely unacceptable. Very glad we will not be staying here as I do not take kindly to having to deal with this kind of nonsense and borderline violation of the ADA, and I leave this here as a warning for other service animal handlers and their families. Missing out on our 3 night stay just to try to gain another $60 for yourselves - and let's be clear, since you already allow non-service animal pets, that's what it is, $60 extra profit for you - seems...